Peter Habib Email and Phone Number

Responsibilities: • Manage and direct all aspects of the call centre operations in Egypt, Iraq, Jordan, Saudi Arabia, and the UK.• Manage the sales team, ensuring all sales & service objectives were met.• Develop customer satisfaction goals and KPIs and coordinate with the teams to meet them on a steady basis.• Control resources and utilise assets to achieve qualitative and quantitative targets.• Oversee the hiring, orienting, and training of customer care staff to ensure a capable workforce.• Take ownership of the client’s relationship management (Embassies, Consulates, and Governments) and follow up on the progress of work with them in addition to establishing and implementing the new procedures.• Interact with clients and build relationships with them while ensuring their needs are being met.• Effectively supervise the daily front-end operations and passport collection department in Egypt.• Responsible of the online payment in Egypt.• Take ownership of customer issues in all departments and follow problems through to resolution.• Communicate customer issues with the operations team and devise ways of improving the customer experience, including resolving problems and complaints.• Assess service statistics and prepare detailed reports on the findings.• Plan, prioritise, and delegate work tasks to ensure the proper functioning of the departments.• Regional representative of user acceptance testing in ME&T.• Responsible for the “Jira” ticketing system.Achievements:• Member of the global team to improve contact centres, websites, online payment solutions, and customer service.• Member of the WW Belgian project team for 15 locations.• After taking over the sales project in Egypt, the sales of “Added Value Services” increased by 36%, and the sales of Premium Lounge increased by 39%.• Responsible for formulating the WhatsApp for the business project.• Develop MyApp system for all clients.